1373 Customer Support jobs in Berkshire

Essential job functions:

• Become a technical expert of our SaaS platform and develop a deep understanding of the fleet management space;
li>Serve as Technical Customer Support professional dealing with technical matters related to SaaS (Software as a Service) fleet management products and solutions;

• Handle incoming customer requests, both from external and internal calls & emails by raising and managing cases with end-to-end accountability; this includes but is not limited to investigating & troubleshooting, analyzing, finding resolution, validating, escalating and communicating with related stakeholders;
• Actively work with other departments of Verizon Connect organization as well as deal with customers and vendors on a daily basis;
• Recognise the patterns for recurring issues and take necessary actions to achieve fastest possible resolution and assure the highest customer satisfaction level;

What we’re looking for…

The ideal candidate is a Customer Support professional with good technical skills and a clear understanding of what drives customer satisfaction.

Technical professional we are looking for should have well developed skills listed below:

• (mandatory);
• Experience with SaaS (Software as a Service) solutions is a plus (not mandatory) ;
• Experience with CRM & ERP systems - Salesforce and SAP would be preferred (not mandatory) ;
• Strong communication and listening skills;
• Well-developed time management and prioritization skills;
• Structured “can-do” approach to open matters and tasks in a demanding environment;

• Willingness to develop while identifying opportunities over self-reflection.

• Be the first point of contact for all customer inquiries via email, phone, and live chat.
• Respond to queries in a timely, professional, and helpful manner.
• Troubleshoot basic issues and escalate more complex problems when needed.
• Educate users on product features, best practices, and self-service tools.
• Gather and report on customer feedback to help improve our services.
• Identify common support themes and suggest process improvements.
• Collaborate closely with internal teams to enhance workflow and customer outcomes.
• Contribute to a positive, proactive customer experience and engagement strategy.

• A natural communicator with a friendly, patient, and solution-oriented approach.
• Strong written and verbal communication skills.
• Comfortable working across email, phone, and chat platforms.
• Ability to troubleshoot and think on your feet.
• Detail-oriented with excellent time management skills.
• Experience in a customer support or similar role is preferred.
• A team player who’s eager to learn and grow

Departmental Function

Managing  Customer Accounts in-line with contractual commitments and ensuring Program expectations and KPIs are met or exceeded.

Acting as the key interface between  Customers and Company Internal Support Departments ensuring strong and lasting relationships are built and maintained at all levels within both organisations.

The processing of Repair Orders from the point the Repair Order is created by the Customer to the point the Repair Order is closed by the Customer, including Tracking, Status Reporting, Quote Processing, Query Resolution and Supplier Management as agreed with the customer. 

Managing the service delivery of Company Internal Support Departments (Tech Services, Sourcing, MIS and Finance) and ensuring Customer requirements are responded to in a timely and efficient manner.

Supporting the Sales and Business Development Team during the implementation of new Customer Programs.

The continuous review of processes and procedures and Customer interactions to ensure that both internal efficiencies and Customer satisfaction are maximised. 

Essential Duties & Responsibilities

• Develop and maintain strong relationships with both Customers and key Suppliers, continually seek to improve working methods and communications.
li>Act as the main interface between the Customer and Company at an operational level.
• Handle the day-to-day operational aspects of the Customer / Supplier interface in a professional, diligent and responsible manner.
• Work alongside the Account Program Manager to ensure that Customer expectations and KPIs are met and, wherever possible, exceeded.
< i>Identify areas of poor performance or opportunities for improvement and developing solutions, which when implemented, will resolve these problems.  li>Represent Company during Customer Performance Reviews and Key Supplier visits.

Customer Performance:

• Control and manage the Customer Mailbox - responding to all Customer issues and questions in a timely manner, escalating internally if required and, where necessary, proposing operational changes to meet Customer’s evolving needs.
< i>Manage the processing of Customer ROs, Quotes and Queries in line with Customer Defined KPIs. < i>Monitor the Repair Order status throughout the Repair Loop, maintaining systems with latest status data, delay explanations and other relevant supplier information.
• Maintain expedited Repair Orders with detailed comments and accurate ship dates to meet customer requirements.

Supplier Performance:

• Enforce Customer Contractual Terms with Supplier base.
• Work to improve overall TAT performance and drive down aged orders.
• Support the resolution to all aspects of Supplier interaction. Identifying threats to service levels, apply Supplier, Customer and internal escalation. Negotiating proposals to resolve and mitigate. 
li>Identify opportunities for Key Supplier Performance Reviews including Score-Carding, Customer Feedback and Strategic Problem Resolution to improve service levels to the customer.
• Support the Account Program Managers during start-up phase of new programs including development and implementation of new processes and procedures, the development of internal IT System requirements and the compiling and distribution of Priming Material to Supplier Base.
• Support monthly and quarterly customer performance programme reviews, including presentation of TAT improvement remedies.

Team Performance:

• Set and continually reinforce clear goals to Customer Account Administrators, providing training, reviewing performance, mentoring and ‘in the moment’ feedback where necessary. 
• Identi y opportunities to delegate tasks to Customer Account Administrators for effective workload management.

Candidate Profile:

Demonstrable management experience and experience of leading a team essential.

Understanding the commercial position and its relationships with its Customer and Supplier base.

Experience in process analysis/Continuous Improvement/lean management desirable.

Customer Service experience essential. 

Ability to respond to change quickly and effectively.

Customer focused with a commitment to customer satisfaction and ability to build strong working customer relationships

Good communicator and strong interpersonal skills. 

Strong initiative and ability to provide creative solutions to problems.

Able to address immediate customer and team needs in the context of overall company strategy

Strong leadership skills and ability to build and lead an effective and cohesive team.

An excellent team player with strong leadership skills to motivate the team and ensure KPIs are met or exceeded. 

Strong time management and organisational skills and ability to co-ordinate workload under pressure

Good practical problem solving skills and the ability to make decisions when required or appropriate.

Have an understanding of Information Security practices and be able to attain and maintain competency in those as prescribed.

Ability to handle all personal data in confidence; with integrity and in a manner of which ensures appropriate security measures are met and adhered to, which include protection against unlawful processing or accidental loss, destruction or damage in line with GDPR compliance. 

We are looking for an experienced Customer Support Manager to join a small yet busy customer service team on a full time, permanent basis.

Benefits:

• Pension
• Cycle to Work Scheme
• Large kitchen with sofa and tv
• Free tea and coffee
• 24 days holiday
• Free life assurance & long-term sickness benefit covering 2/3rds of salary until retirement.
• Option to purchase company shares.

As the Customer Support Manager, you will be responsible for:

• Managing a team of 2 customer support administrators
• Allocating workload
• Taking ownership of ensuring all support tasks are dealt with promptly and efficiently.
• Managing customer correspondence, complaints procedures and queries - acting as the main point of escalation.
• First point of contact for contract cancellation negotiations, addendum's and updating terms / conditions as required.
• KPI reporting.
• Organising service visits, assisting with engineer diaries, monitoring equipment stock, completing stock takes, organising installations.
• Many other duties, full job description available upon request

The successful Customer Support Manager have the following related skills / experience:

• Strong customer service experience
• Previous team leadership / management experience is essential
• Excellent organisational skills
• Proactive and problem-solving

For more information, please contact Julie Harding or Chloe Bennett on (phone number removed)

Our fantastic client based locally to Ascot are seeking a temporary Customer Support Administrator to join their busy team for 4 months with a view this could extend. To be considered you must live locally and have your own transport.

Duties:

• Act as main contact for customer accounts, maintaining strong client relationships

• Communicate effectively via email and phone

• Support customer queries

• Prepare and send quotes, raise purchase orders, and assist with billing

• Provide data collation, reporting, and KPI tracking

• Work closely with sales on upsell opportunities

Requirements:

• Excellent customer service and communication skills

• Proactive, organised, and able to manage priorities

• Confident working independently and in a team

• Skilled in MS Office and CRM systems

• Flexible, with a can-do attitude and focus on continuous improvement

Please apply for a chance to be considered!

• Join our fast-paced Customer Support team to troubleshoot SaaS fleet management solutions across EMEA.
li>You’ll handle technical queries, resolve issues via phone/email, and collaborate cross-functionally to ensure customer satisfaction. < i>Ideal candidates have customer-facing experience, strong communication skills, and a proactive, solution-driven mindset.

We are looking for an experienced Customer Support Manager to join a small yet busy customer service team on a full time, permanent basis.

Benefits:

• Pension
• Cycle to Work Scheme
• Large kitchen with sofa and tv
• Free tea and coffee
• 24 days holiday
• Free life assurance & long-term sickness benefit covering 2/3rds of salary until retirement.
• Option to purchase company shares.

As the Customer Support Manager, you.

WHJS1_UKTJ

We are pleased to partner with a SaaS client in Oxford to recruit a permanent Customer Support Advisor to join the team. Paying up to £26,000 with 10% bonus. This is a hybrid role, in the office 2 days a week near Central Oxford.

Key Responsibilities :

• Build a rapport and strong relationship with customers by offering support and advice throughout the validation process.
• Validate information received.

WHJS1_UKTJ

We are recruiting a Customer Support Technician for our client, a global organisation based in High Wycombe.

The Customer Support Technician is responsible for providing technical telephone, chat and email support to end-user customers ensuring optimum customer satisfaction - it's imperative the successful candidate is bright, personable and if they have previous experience in a technical support r.

WHJS1_UKTJ